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Austin, Texas, United States
Remote only
Salvo Health is seeking a dedicated Support Specialist to provide exceptional assistance to patients throughout their Salvo care journey. Support Agents play a critical role in ensuring patients feel informed, supported, and confident as they navigate onboarding, billing, remote monitoring, and ongoing communication with our care team. You will help patients understand their benefits, resolve issues with clarity and empathy, and maintain the high standard of service that defines the Salvo experience.
As a Support Agent, you will be the steady, reliable point of contact for patients and internal teams, ensuring questions are answered promptly, concerns are addressed thoroughly, and every interaction reflects Salvo’s commitment to accessible, compassionate care. This is a fully remote position and requires strong adherence to HIPAA guidelines, privacy rules, and consistent documentation practices.
Salvo believes that the most inclusive and equitable culture makes for a stronger organization, so we welcome diverse candidates for this essential role.
Respond to patient inquiries through chat, email, and internal messaging with clarity, warmth, and professionalism.
Break down complex topics (billing, CPT codes, coverage, device returns, etc.) into simple, patient‑friendly explanations.
Maintain a consistent tone that reflects Salvo’s values: supportive, empowering, and solution‑oriented.
Follow up proactively until each issue is fully resolved — no loose ends.
Document all interactions clearly and accurately so the next agent or clinician can pick up without confusion.
Follow established workflows for benefit checks, escalations, and provider‑office boundaries.
Ensure all information given to patients is consistent with Salvo policies and updated processes.
Troubleshoot patient issues related to the app, onboarding, or device setup before escalating.
Identify recurring issues and flag them to leadership with context and examples.
Adapt quickly to new tools, workflows, and process updates.
Monitor Slack for team tags and respond promptly when not on calls.
Partner with Engagement to ensure smooth handoffs and aligned messaging.
Support teammates by sharing knowledge, answering questions, and maintaining a positive, accountable culture.
Show up on time, prepared, and camera‑ready for meetings and trainings.
Take ownership of your queue, your follow‑ups, and your accuracy.
Ask questions when unsure and seek clarity rather than guessing.
3+ years of experience in healthcare billing, health insurance support, or a related patient‑facing support role
Strong technical proficiency with the ability to navigate multiple systems, tools, and platforms simultaneously
Experience conducting patient or customer conversations while documenting and troubleshooting in real time
Deep familiarity with insurance terminology, benefits, claims, CPT codes, and coverage workflows
Ability to sit at a workstation for extended periods using a computer and headset to support patients
Excellent interpersonal, verbal, and written communication skills with the ability to simplify complex information
Proven experience handling confidential and sensitive patient data in compliance with HIPAA
Ability to thrive in a fast‑paced, high‑growth environment with evolving processes and expectations
Strong attention to detail and accuracy in documentation, follow‑ups, and patient communication
Goal‑oriented with a focus on delivering high‑quality support and meeting performance expectations
Remote work experience
Bilingual a plus (English/Spanish)
Must have a hard‑wired, high‑speed internet connection
